Comments on The Good-Bad Scale: FedEx vs. UPS - The Customer Service Experience

Being on online retailer myself, I can tell you th...

2009-08-26T16:21:59.744-04:00

Being on online retailer myself, I can tell you that your problem isn't so simply resolved. It's also your fault.

First, the signature requirement is mandatory if a retailer wants to avoid chargeback fraud. (That's when a customer receives the goods but calls his/her CC company and says the goods never arrived.) In the case of a chargeback, credit card companies require signature confirmation as their only proof of delivery. If you have only a delivery confirmation with no signature, then the CC company automatically sides with its customer, grabs that money out of your account, and you're screwed.

Second, FedEx and UPS both charge $10 for redirections, which is about 40% more than the cost of return shipping. So, in almost every case, it's cheaper to bring the parcel back than it is to redirect it. I've tried asking my customers to pay the redirection fee ("Oh, I gave you the wrong address. Can you call FedEx and have them send it to...?") and all I get in return is hate mail. It's not like FedEx provides its services for free. Who do you think gets to foot the bill, if the customer refuses to pay?

Finally, I checked Beachcamera.com's Shipping Rates and Policies page. It says, very clearly: "All packages shipped from Beachcamera.com require a signature upon delivery. Please arrange for someone to sign for the delivery if you are unable to do so."

So don't shit all over the retailer because a) you didn't read the terms of sale and b) you don't understand the costs involved to redirect a parcel.

Customers also have responsibilities when they purchase online. Those responsibilities include reading the terms of sale - which, by the way, are legally binding agreements - and abiding by them when they apply to you.

The retailer's responsibility, on the other hand, is to deliver your order according to the terms and conditions set forth on their web site. If they did exactly what they said they were going to do, then why are you busting their balls?

Courier companies usually leave it up to the truc...

2009-06-15T17:58:49.868-04:00

Courier companies usually leave it up to the truck driver whether they consider it safe to leave an unsigned package. Unless the seller specifically requested a signature you can always leave a signed note on the door.

My experience with UPS has been worse than with FedEx though. I ordered a $1000 item but would not be at home to sign for it. So after failed delivery I told UPS to hold it at their facility for pick up. Apparently that got them confused and my package now was marked as "Missing". 2 days later they found it and I could pick it up.

Man I am so pissed! They really are unbelievable. ...

2009-02-03T13:09:04.599-05:00

Man I am so pissed! They really are unbelievable. It’s like ‘FedEx’ and ‘FedEx Delivery trucks’ are 2 different Companies! Just found a Door Tag on my door, and wanted to pick it up myself so I don’t deal with this BS. The soonest I can pick it up is 2 days from now. UPS Would have it that same night!
I Saw the delivery guy do this as well, where they just stick the door tag on there and leave without even knocking. I ran out and had to scream so he can stop and give me my package… Why would you do that?! Your job is to Deliver that package!!

I’m avoiding them at all costs! This is WAY too frustrating to deal with!
We are in a time where in a time where consumers are changing. Everyone is a buyer And seller. Everyone is starting to order almost Everything online! If “FEDEX” can’t understand that and change with the consumer, they have a huge problem on their hands.

Go UPS!